Customer Service Call Handler

Location UK / UK

Job Type Permanent full-time

Salary £10000 - 20000

Updated 1 day ago

Reference 1433940

 Job Description

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Division Description

At Bank of Ireland UK, our purpose is to be the leading partnership bank, providing simple, flexible, accessible financial services and products to UK customers, both directly and through partnerships with trusted, respected UK brands and intermediaries. We partner with two of the most trusted brands in the UK, the Post Office and the AA, and these partnerships have enabled us to widen our propositions and products, strengthen our relationships with existing customers as well as attract new ones. In Northern Ireland, we operate a full service retail and commercial branch network with 28 branches. Our successful Bank of Ireland for Intermediaries mortgage business has established strong partnerships with some of the largest mortgage intermediary networks in the UK. We also have a very successful car and asset finance business, which operates in Northern Ireland and Great Britain, under the Northridge Finance brand. Our successful approach to partnership is helping to make us to be distinctive in the marketplace, and challenge the big UK retail banks, by offering consumers a genuine and accessible alternative that they can trust.

Description of business unit

Mortgage Operations UK has responsibility for all post completion mortgage activities throughout the customer life cycle from oversight of the initial mortgage registration through account maintenance, telephony, redemption’s and where necessary a comprehensive debt management service

Pre-completion activities are also carried out with a dedicated contact centre, providing update calls in respect of Post Mortgage applications, and a Broker Enquiry line providing a comprehensive range of enquiry services for mortgage brokers, from initial registration through to completion of the loan application

We manage two key operating areas which entail an integrated operator function for Servicing and Administration for our post- Completion activity. These handle over 430,000 calls and complete around 480,000 account activities per annum. We are also heavily involved in most key activities undertaken for Existing Customer Services, from offering retention leads to capturing Repayment Strategies for Interest Only mortgages and giving assistance to the CBI regulatory review

We provide a stand-alone dedicated Contact Centre for our Post Office and Strategic Partnership relationships; for Post Office handling update calls and both update and criteria calls for our Broker enquiry line. We are the key link for Broker initiated business, which is currently 78% of our New Lending target

Purpose of the Role

Manage high volume calls and customer written requests, identifying customer’s needs

Key Accountability’s

Manage high volumes of inbound calls in an effective and timely manner

Identify customer’s needs, clarify information, and provide call resolution

Build sustainable relationships and engage customers by providing exceptional customer service

Keep comprehensive and accurate records of all customer contacts on required systems.

What is the opportunity?

An opportunity to develop existing customer service skills. You will form part of an energetic department with opportunities to learn new skills which may help you to progress your career within the Bank of Ireland.

Essential Qualifications

5 GCSEs at Grade A-Including Maths and English, or equivalent

Essential Skills & Experience

Passion for Customer Service Excellent oral and written communication and interpersonal skills. Organisational Skills Literacy, Numeracy and IT Skills. Ability to assimilate and apply large amounts of product, procedure, policy and system information and the Ability to work in a highly structured environment.

Desirable Qualifications, Skills & Experience

Telephony based experience within a Contact Centre

Key Competencies

Competency 1: Customer Focused – 1. Self

Competency 2: One Group, one team – 1. Self

Competency 3: Agile – 1. Self

Competency 4: Accountable – 1. Self

Competency 5: Amplify Capability – 1. Self